This presentation is an energized and interactive session that involves the learner audience. We begin with the first contact with a student and proceed through the collection cycle to the end result, closing the deal.
We will explore versatility in approach which includes the use of positive and negative response. Scott will share tips that will help develop your phone image and how to use your "new" phone image to deal with emotional and argumentative students. Then we explore the role of reassurance in the collection process. This presentation will also help you determine what kind of listener you are.

Scott Medley has more than 25 years of experience in the student loan industry. Well-versed in state and federal regulations, he has a vast knowledge of the industry and his experience in collection operations has proven very helpful for clients. He has been recognized with Sallie Mae’s campus-based “Salesperson of the Year” award. He is an ACA Certified Collector, “Certified” industry trainer and member of several higher education associations such as Michigan Association of Student Financial Services Administration (MASFSA), Ohio Bursar Association (OBA), COHEAO, American Collectors Association (ACA), including a KASRO membership of 8 years.

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